Stephanie and I have a great discussion on this week's show about remarkable customer service and how to make it happen. I've listed the key points below (a preview of my Art of Hospitality service workshop). Click on the indieHotelier logo to go to the website. Or, on the podcast button to open the MP3.

Key Points from the show...

Why

marketing- the delivery is the root of all marketing...and your success.

rise above the clutter

different

well- most everyone is average....your opportunity to be different...to be the best

choice- there are very few monopolies left

How

long-term- think long, not short

passion- everyone, especially those at the top

compensation- create models which reward hospitality

engage- your priority must be to engage with your customer, all of them, at every turn...remove barriers (physical, SOP's, etc.)

focus- ***key***

listen

improvise

adapt

customize

bespoke

random- act of kindness

eliminate distractions

surprise vs. setting expectations way high, and failing ( Robin's story from Seth)

open source, let your cutomers help you.

When things go bad...

empathy vs. apathy (the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another of either the past or present without having the feelings, thoughts, and experience fully communicated in an objectively explicit manner)

fast

care- all about actions...not what you say you're going to do.

improvise

adapt

create

solve

Things you can do to create immediate results...

Have a live person answer the phone

Call people back!, promptly

Get personal...send personal notes calls, etc. No form letters

Change e-mail blasts to "opt-in", not "opt out", no trickery

Be honest in your message...stop the spin, can you back up claims with delivery? every time?